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CX Strategy & Operations

  • Customer & Community
  • Full-time
  • AU
  • Remote friendly

2021-06-21 08:05:56 UTC

CX Strategy and Operations

Tixel is a fast-growing fan-to-fan ticket marketplace founded on flexibility and transparency. We are on a mission to make ticketing honest and fill every seat with a happy fan. We bring event creators and their audience together with our technology and work hand-in-hand with festivals, promoters, artists, and venues around the world.

We’re looking for a Head of Customer Experience Strategy & Operations to underpin the incredible growth we’re expecting to see just around the corner as live events slingshot into recovery. This is a critical role and an exciting opportunity to get in on the ground floor of a fast-growing start-up, whilst immersing yourself in tech, music, and live events.

What you'll do;

  • Have responsibility for the strategic and operational direction of the CX function, providing customer-driven insights across the business to ensure we meet the expectations of both fans and event organisers, wherever they are around the world.

  • Plan and deliver the strategy to build and scale a world-class team of customer support professionals

  • Lead the offshore team that is in charge of curating and maintaining the content on the Tixel marketplace - including event listings, artists, venues, and genres.

  • Collect feedback from customer-facing teams to derive meaningful insights for improvements and collaborate closely with our product team to understand and influence our roadmap.

  • Collaborate with other team members to implement a change if required for the improvement of the overall marketplace experience

  • Help develop product-based solutions that may help improve efficiency, deflect inbound support and improve customer experience e.g automation, features, chatbots ...the sky is the limit

  • Define, track and report on key performance metrics to determine support effectiveness and efficiency

What are your skills and expertise?

  • 4 + years of experience working in management consulting, operations, or technology successfully delivering transformational initiatives to deliver business value and help customers. If you don’t meet these criteria to a tee, but still think you’d be a great fit,  feel free to apply anyway and tell us why you’re the right person for the job

  • The ability to understand business objectives and align operations accordingly

  • A hunger to explore, evaluate and leverage technology, with the ability to understand and quickly learn technical concepts

  • Ability to think on your feet and respond quickly and rationally to any urgent issues

  • An eye for detail and excellent communication skills

  • Not shy to get stuck in, to hustle around a problem and get the best result

Why you'll love it here;

  • You’ll be a part of a fast-paced, high-energy team aligned by the love of music and live events.

  • We work hard, but we have fun. Otherwise, what’s the point?

  • We have a culture of collaboration & curiosity and thrive on solving problems for fans and event organisers.

  • You will have true ownership over your area of responsibility, and your input will be pivotal to the success of the company. In turn, you'll have a real impact on people and on the live events industry as a whole.

  • You will have the opportunity to roll up your sleeves and get down into the weeds to build out the future. You will have unlimited scope to grow as the business scales, growing your career and building a team along the way.

  • We are social. We encourage all staff to attend live events. You'll even have a monthly ticket allowance as a perk of the job.

  • We will invest in your development and make it our priority to help you achieve your career objectives.

  • We’re proud of the fact we have a diverse team, we are family-friendly, and have a flexible work environment with our HQ based in Melbourne, Australia

Remote restrictions

  • Must be a resident of Australia or United Kingdom